A CONTEXTUALIZED SCALE DEVELOPMENT IN ASSESSING MANAGEMENT INFORMATION SYSTEM SERVICES IN A PHILIPPINE STATE UNIVERSITY

Abstract

This study investigated the latent dimensions underlying student perceptions of a university’s Management Information System Office (MISO) services and developed a valid and reliable evaluation instrument to support institutional digital transformation. Recognizing the critical role of Management Information Systems toward smart universities, the study emphasized the need for a student-centered assessment tool grounded in actual system use. An exploratory sequential mixed-methods design was employed. First, qualitative data from key MISO personnel were analyzed using thematic analysis to identify core service dimensions, which informed the development of a 45-item survey instrument. The instrument was then administered to students of Rizal Technological University and analyzed using Exploratory Factor Analysis with principal axis factoring and varimax rotation. Five qualitative themes emerged: System Functionality and Design, System Reliability and Performance, Information and Communication, Support and Resources, and Overall Experience and Impact. Quantitative results revealed four latent factors—System Accessibility and Trust, System Reliability and Efficiency, System Navigation and Mobile Experience, and Support and Responsiveness—which explained a substantial proportion of variance and demonstrated strong internal consistency and acceptable model fit. The study contributes a psychometrically sound, student-centered evaluation framework for assessing MIS services in higher education and supporting evidence-based digital service improvement initiatives.